Position Status:

Full time

Shift:

Second Shift (Evenings - Less than 12 hours per shift) (United States of America) Hours per week: 40

Job Information Exemption Status:

Non-Exempt A Brief Overview The Help Desk Tech 1 is an entry level technical position responsible for a wide range of customer service and desktop support issues. A Tech 1 will primarily receive work orders from the Helpdesk Call Center. A Tech 1 attends to customer issues throughout the organization and frequently interacts face-to-face with end users at all levels. Tech 1's are required to assist the Helpdesk Call Center in phone duty during times of high call volume or as needed. Education Qualifications Bachelor's Degree Information technology or a related degree. Preferred Experience Qualifications 1 year IT experience and CompTIA A+ Certification. Preferred Microsoft Windows Certification for current supported Operating System. Preferred Skills and Abilities Demonstrate a professional, courteous demeanor at all times as an ambassador of the Help Desk. (Required proficiency) Knowledgeable of Stormont-Vail HealthCare standard hardware equipment, software applications, and supported vendors. (Required proficiency) An ability and willingness to learn hardware and software products supported within Stormont-Vail HealthCare. (Required proficiency) Licenses and Certifications Drivers License - DMV Current Valid Driver's License and Clean MVR with 3-year baseline and annual MVR review. Required What you will do Apply technical expertise to troubleshoot PCs, mobile devices, printers, and peripherals in a timely, professional manner. Follows all call protocols and troubleshooting procedures documented in the Help Desk Manual. Answers call center phones as required and logs incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Logs all incoming calls/voice messages/e-mails/faxes with detail into the incident management system. Respond to customer requests as needed, whether on hospital grounds or remote clinics. Build, deploy and install hardware & software. Maintain a Quality of Service individual score of 90 or above. Details assigned tickets with comprehensive actions, next steps, and resolution. Follows all asset & inventory control protocols. Administer and support user access/permissions, enterprise and 3rd party applications. Proactive customer communication to keep them informed on issues that did not meet first call resolution, in a timely manner. Prioritize and manage tasks and responsibilities, take initiative and work well in a team environment. Travel Requirements 10% Required for All Jobs Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health Performs other duties as assigned Patient Facing Options Position is Not Patient Facing Remote Work Guidelines Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards. Stable access to electricity and a minimum of 25mb upload and internet speed. Dedicate full attention to the job duties and communication with others during working hours. Adhere to break and attendance schedules agreed upon with supervisor. Abide by Stormont Vail's Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually. Remote Work Capability On-Site;

No Remote Scope No Supervisory Responsibility No Budget Responsibility No Budget Responsibility Physical Demands Balancing:

Occasionally 1-3

Hours Carrying:

Occasionally 1-3 Hours Climbing (Ladders): Rarely less than 1 hour Climbing (Stairs): Rarely less than 1 hour

Crawling:

Occasionally 1-3

Hours Crouching:

Occasionally 1-3 Hours Driving (Automatic): Rarely less than 1 hour Driving (Standard): Rarely less than 1 hour

Eye/Hand/Foot Coordination:

Frequently 3-5

Hours Feeling:

Occasionally 1-3 Hours Grasping (Fine Motor): Frequently 3-5 Hours Grasping (Gross Hand): Frequently 3-5

Hours Handling:

Frequently 3-5

Hours Hearing:

Occasionally 1-3

Hours Kneeling:

Occasionally 1-3

Hours Lifting:

Occasionally 1-3 Hours up to 50 lbs

Operate Foot Controls:

Occasionally 1-3

Hours Pulling:

Occasionally 1-3 Hours up to 50 lbs

Pushing:

Occasionally 1-3 Hours up to 50 lbs Reaching (Forward): Occasionally 1-3 Hours up to 50 lbs Reaching (Overhead): Occasionally 1-3 Hours up to 50 lbs

Repetitive Motions:

Occasionally 1-3

Hours Sitting:

Frequently 3-5

Hours Standing:

Occasionally 1-3

Hours Stooping:

Occasionally 1-3

Hours Talking:

Occasionally 1-3

Hours Walking:

Occasionally 1-3

Hours Physical Demand Comments:

The vision requirements include: close vision, ability to distinguish color.

Working Conditions Burn:

Rarely less than 1 hour

Chemical:

Rarely less than 1 hour

Combative Patients:

Rarely less than 1 hour

Dusts:

Occasionally 1-3

Hours Electrical:

Occasionally 1-3

Hours Explosive:

Rarely less than 1 hour

Extreme Temperatures:

Rarely less than 1 hour

Infectious Diseases:

Rarely less than 1 hour

Mechanical:

Occasionally 1-3

Hours Needle Stick:

Rarely less than 1 hour

Noise/Sounds:

Occasionally 1-3

Hours Other Atmospheric Conditions:

Rarely less than 1 hour Poor Ventilation, Fumes and/or

Gases:

Occasionally 1-3

Hours Radiant Energy:

Rarely less than 1 hour Risk of Exposure to

Blood and Body Fluids:

Rarely less than 1 hour Risk of Exposure to

Hazardous Drugs:

Rarely less than 1 hour Hazards (other): Rarely less than 1 hour

Vibration:

Rarely less than 1 hour Wet and/or

Humid:

Rarely less than 1 hour Stormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications: race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment. 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